ZTE Customer Request Self-Service Portal Operation Guide V1.0.5 GCSC 2011-05

Course Objectives and Structure By the end of the course, the participants will Have an outline of ZTE customer request self-service portal Understand the basic request processing procedure Be able to log and track requests, communicate with ZTE engineers, close requests and fill in the satisfactory survey Course Structure No. Course Content Importance Hours 1 Registration & Login Medium 5mins 2 Request Processing Procedure & Operations High 30mins 3 Q&A 5mins　 4 Practice High　 20mins　

Contents Introduction Login Instruction Request Processing Procedure Create a Request Search Requests View a Request Communicate on a Request Close a Request Annex: Search a Trouble Ticket Case

Introduction This slide gives you a brief introduction on how to log and track customer requests in http://support.zte.com.cn, it allows you to Create requests, including Consultation, Incident, Problem, etc. Track the status of your requests Communicate with ZTE support engineers on the requests Close the requests and fill in the satisfactory survey

System Interface For Internal Staff’s Reference Only! CSC system (http://csc.zte.com.cn), together with Support website, provides an integrated console to process and monitor requests generated from customers. The request tickets are transferred to CSC system as created by customers on the Support website. They can also be logged into CSC system directly by ZTE customer service representatives if customers report their requests via hotline or some other ways. Requests are processed in the CSC system. This page illustrates the interface between CSC system and Support website.

Contents Introduction Login Instruction Request Processing Procedure Create a Request Search Requests View a Request Communicate on a Request Close a Request Annex: Search a Trouble Ticket Case

Login Instruction 1. Login entry 2. Input account, password and the verification code 3. Click here to log in

Registration If you don’t have one account yet, you can start an registration procedure from here. Or you could call ZTE hotlines for account registration.

Update Personal Information After login, you can > update your account details > subscribe the email notifications or cancel the subscription > change your password

Contents Introduction Login Instruction Request Processing Procedure Create a Request Search Requests View a Request Communicate on a Request Close a Request Annex: Search a Trouble Ticket Case

Request Processing Procedure

Request Status Under Creation: All the requests that have not been submitted. Waiting for Response: All the submitted requests that have not been processed by supplier. Working in Progress: All the submitted requests that are being processed and not suspended. Pending Customer Action: All the requests that are suspended as waiting for customer action like information collection, or some other customer reasons. Closure Validating: All the requests that have been submitted for closure approval, ticket consolidation, and request cancellation or rejection. Closed: All the requests that have been closed, consolidated, cancelled or rejected.

Contents Introduction Login Instruction Request Processing Procedure Create a Request Search Requests View a Request Communicate on a Request Close a Request Annex: Search a Trouble Ticket Case

Create a Request http:// Fill in the request info. Fields with “*” are mandatory http:// This filed refers to the ticket ID in the customer’s ticketing System. Leave it blank if no such information available Add attachments here Submit

Contents Introduction Login Instruction Request Processing Procedure Create a Request Search Requests View a Request Communicate on a Request Close a Request Annex: Search a Trouble Ticket Case

Search Requests Select a filter Enter the search conditions Click here to search For “Company-level” contact: All SR of his/her company will be listed For “Personnel-level” contact: The SR submitted by himself/herself will be listed

Contents Introduction Login Instruction Request Processing Procedure Create a Request Search Requests View a Request Communicate on a Request Close a Request Annex: Search a Trouble Ticket Case

View a Request – Entry Click on the Request ID link to view the request details.

View a Request – Information Current Request Status Basic Information Tab Requester Info. Block Request Info. Block Additional Info. Block Outage Info. Block

View a Request – Process Processing Log Tab Operations Operation Description

View a Request – Service Level Management Service Level Management Tab Contracted SLA Service Targets Recorded Suspension, If Any.

View a Request – Service Report Service Report Tab Reports as per each service target defined in SLA package

View a Request – Attachment Attachment Tab Related attachments are listed here

Contents Introduction Login Instruction Request Processing Procedure Create a Request Search Requests View a Request Communicate on a Request Close a Request Annex: Search a Trouble Ticket Case

Communicate on a Request You can send some notes or attachments to ZTE engineers

Contents Introduction Login Instruction Request Processing Procedure Create a Request Search Requests View a Request Communicate on a Request Close a Request Annex: Search a Trouble Ticket Case

Close a Request Resolution validation and service quality evaluation Describe the reason if you think your request hasn’t been resolved yet.

Contents Introduction Login Instruction Request Processing Procedure Create a Request Search Requests View a Request Communicate on a Request Close a Request Annex: Search a Trouble Ticket Case

Annex: Search a Trouble Ticket Case Trouble Ticket Case Entry Enter the search conditions Click the Search button Results are listed Click on the Title link to view the case details.